No response

Is it customery that a client has to wait nearly an hour to talk to a call centre agent for assistance. I ordered smart home essential at the end of April 2015. After several unanswered e-mail complaints and telephone calls to the call centre that never took less than half an hour to be answered my service was installed today. Now I am struggling to connect to the intetnet and has been on the phone for 3/4 of an hour already and I am listening to music!!! This is unacceptable!!!!!! You have to pay for a service that you are not getting.